Tom Maberley

Throughout my time on the scheme, I have worked across various departments and locations, allowing me to build a well-rounded skill set and a deep understanding of both customer service and operational leadership. I began my journey in a concierge role, where I developed strong face-to-face customer service skills, gained working knowledge of the Flow system, and became familiar with the local demographic and centre operations. I then progressed to a Customer Service role in Belfast, which further strengthened my communication and problem-solving skills. In this position, I handled a wide range of customer queries—from simple app login issues to more complex service complaints. This experience taught me how to effectively manage customer expectations, address concerns empathetically, and resolve issues confidently. Following this, I was promoted to a Senior Recreational Assistant role, where I led a small team. I was responsible for rota planning (using the matrix system), ensuring facility cleanliness, and maintaining productivity among lifeguards during rotations. This role significantly developed my leadership and team management skills. I later transitioned into a Fitness Instructor role, where I delivered inclusive classes for all ages and abilities, supporting the company's core value of tackling health inequalities. I also conducted junior and adult gym inductions, facility tours, and helped make fitness more accessible to all users. Most recently, I took on the role of Duty Manager in Newbury. This position allowed me to deepen my operational and leadership capabilities. I trained staff to take on new responsibilities, worked with the General Manager to review P&L reports, raised purchase orders (POs), and helped organise centre-wide events such as open weekends and class launches. These experiences have equipped me with a strong foundation in customer service, team leadership, operations, and strategic planning, making me well-prepared for a senior management role.

• Ensured customer satisfaction with prompt problem resolution.
• Delivered excellent customer service through effective communication skills.
• Managed front-of-house operations to maintain a high level of service.

• Ensured excellent customer service for improved client satisfaction.
• Enhanced safety by vigilantly monitoring swim sessions.
• Communicated effectively with parents about their child's progress, promoting transparency and trust.

• Worked quickly to complete cleaning within allotted timeframes.

• Worked quickly to complete cleaning within allotted timeframes.